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Barracuda ECHOplatform

Mapping Tickets

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To map tickets to ConnectWise companies, perform the following steps.

  1. At the ConnectWise Integration page, click the Tickets tab.

    image2022-1-6 12:57:53.png
    The Tickets page is displayed.

    image2022-1-6 12:58:55.png
  2. Click the Map Tickets button.
    The Map Tickets page is displayed.

    image2022-1-6 13:0:3.png
  3. Optionally select Duplicate Ticket Prevention and Auto Healing. See Duplicate Ticket Prevention and Auto Healing.
  4. Select the Add Ticket Mapping drop-down arrow.
    The Mapping Status Menu options are displayed.

    image2022-1-6 13:7:37.png
  5. Select the status options you want to map.
    You can map the following backup statuses:
    • Backup Complete (This option must be selected to use the Duplicate Ticket Prevention and Auto Healing features.)
    • Backup Warning
    • Backup Failed
    • Backup Missed
    • No Recent Backups

      6. For each ticket that you would like to send to ConnectWise, select the appropriate option from the drop-down menus in each row.
          The following example displays a completed ticket page with all status options added.

          image2022-1-6 13:8:18.png
       7. When you are done, click the Save button.
          Your mapped tickets are displayed on the Tickets page.

          image2022-1-6 13:9:44.png

 

 

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